Understanding the Intake Process in Social Work: A Comprehensive Guide

August 30, 2024

Every social worker must navigate the complicated process of building a relationship with a new client. Walking into a difficult situation can be even tougher. 68.5% of the clients of social workers with a master’s degree are below the federal poverty level. These people need help and services fast to get back on their feet. The intake process is critical to move these people into systems that can help them meet their basic needs.

In this article, we’ll go into detail about the intake process so that organizations can improve their systems and provide help to those in need faster.

Intake, or client intake, refers to the initial process of gathering information from a new client when they first seek services. The goal is to collect enough information about the client’s background, specific situation, and needs. The social worker must decide if they’re the right person to help or if additional support is needed. Ideally, the social worker will identify urgent problems that require immediate intervention, such as a psychological or medical issue.

What Is the Intake Process?

While the intake process can vary depending on the type of organization, it typically looks something like this:

Gathering basic demographic and contact information
Assessing the client’s presenting problem or reason for seeking services
Collecting relevant psychosocial history
Screening for safety concerns or crisis situations
Explaining agency policies, procedures, and services
Obtaining the required consent and permissions
Creating a services plan to move forward

The intake process is critical to help social workers decide which services to pursue for their clients. They can collect vital information that drives the methods behind treatment. It’s also a chance to get to know the person and gain their trust, building a rapport.

What Is an Intake Form?

A social work intake form is a structured document used during client intake to collect information and streamline the onboarding process. The form collects critical details to best assess the client’s needs and the services required.

Typically, a client intake form asks for information that covers:

Personal information (name, contact details, demographics)
Reason for seeking services or the presenting problem
Relevant psychosocial history
Mental health and substance abuse
Family and social support systems
Emergency contact details
Consent and permission details

Forms can be delivered in a variety of ways. The traditional method is a paper form the client would fill out in person, in a waiting room or during their first appointment. Now, technology provides faster methods, including digital forms, online questionnaires, or form builders in case management software. Software integrations automatically input data from online forms into your client database, removing the need for redundant data entry.

Check out this social work intake assessment example to understand one government example of a client intake form.

While the process can change slightly depending on the type of social work, there are four key phases in the intake process.

1. Initial Contact and Engagement

During the initial contact and engagement phase of the client intake process, social workers must act as welcoming as possible. The client is in a vulnerable position, and so the social worker needs to create a non-judgmental environment. They can do this through active listening, gaining a holistic understanding of the situation. The first meeting sets the tone for the entire relationship, so case managers must be supportive.

In this first meeting, the social worker will only gather basic information. This includes information such as:

Client’s personal details (name, contact information, demographics)
Reason for seeking services
Presenting problems or immediate concerns
Brief background information

This helps the social worker understand if the client is the right fit for their organization or if they need to refer them to someone who could better suit their needs. This initial client intake also helps the case worker address urgent needs.

During this first meeting, the social worker also must outline services to the client and set expectations. They’ll discuss the agency’s services, how they could benefit the client, confidentiality policies, and what the client can expect during the whole process. From there, they’ll either set up a full intake appointment, provide more forms for the client to complete, or refer them to different services, keeping them in the loop of what to expect next.

2. Information Gathering and Intake Assessments

In the next phase, social workers do a deep dive with the client, collecting in-depth data to best evaluate their situation and create a plan of action. Either in a second meeting or through client intake forms, the social worker will ask for pertinent information, including:

Personal history and background
Family dynamics and relationships
Employment and financial situation
Physical and mental health status
Substance use history (if relevant)
Previous treatment or interventions
Current challenges and concerns
Client’s strengths and resources

Once this data is collected, the social worker may complete a series of social work intake assessments to better address issues. A psychosocial assessment evaluates their psychological function, social status, and capacity to participate within the community. It will look into their support systems and consider environmental factors that affect a client’s well-being. Religious and cultural influences are considered to best understand communication with the client and accurate social context of their everyday lives.

Social workers screen for immediate risks or safety concerns during the risk assessment. In this intake process, social workers watch for reasons to immediately intervene, including:

Suicidal ideation or self-harm risks
Domestic violence or abuse
Homelessness or lack of basic needs
Child welfare concerns

3. Identifying Strengths, Needs, and Resources

Part of the intake for social workers is getting to know the clients. During all these assessments and while pouring over client intake forms, the social worker must identify the client’s strengths and weaknesses. They must discover unhealthy coping mechanisms that prevent their client from thriving, determining if the client is ready to change or if they will need help with motivation.

Once a social worker understands their client on a personal level, they can research and connect them to the proper resources.

4. Planning and Goal Setting

The final step of the intake process is planning and goal-setting, a collaborative step between the social worker and the client. This is the client’s chance to clarify any inconsistencies in their intake forms and share any final details they may have withheld. By now, the social worker has a comprehensive understanding of the client’s situation. This gives them the basis they need to plan services and set goals, following the sixth standard of the NASW Standards for Social Work Case Management.

In this process, the social worker and clients work together to:

Discuss identified needs and available resources
Set realistic and achievable goals
Prioritize areas for intervention based on the client’s preferences and urgency of needs

Challenges and Solutions in the Intake Process

Intake in social work is fraught with challenges. Client anxiety must be considered, so social workers need to be sensitive and patient. The client is putting themselves on the line, sharing personal trauma, past hurts, and current problems they are facing. It is of utmost importance that social workers pass no judgment on clients but listen attentively with empathy.

Sometimes, a client can be hostile or resistant during the intake process. It could be due to a personality disorder or other personal issues. Practice de-escalation techniques in these situations, remaining calm, respecting personal space, and using non-threatening body language.

Best Practices for an Effective Intake Process

For an effective intake process, utilize assessment tools to gather specific information effectively. Look to pre-built tools such as questionnaires, depression or anxiety scales, or substance abuse screening tools to pinpoint common problems. If your organization offers nuanced services, you can create forms in case management software tailored to address specific needs. Using these tools provides objective data to supplement a social worker’s observations.

Additionally, implement cultural competence and sensitivity. Social workers must speak with humility, recognizing that they will have biases and blind spots that they aren’t aware of. Follow these best practices to remain sensitive during intake:

Ask respectful questions if you don’t understand a cultural norm or practice.
Be mindful of language and avoid words harmful to certain groups.
Research and ask about the role of family in the client’s culture– it may impact decision-making and support systems.
Consider how experiences of racism, prejudice, or oppression may affect your client’s worldview and interactions.

Simplify Client Intake With PlanStreet’s Case Management Software

Intake and assessment in social work is a lengthy process that requires immense attention from case managers. Streamline data collection and entry with PlanStreet’s secure and configurable social work case management software. Our intake automation tools feature an exhaustive list of relevant social work intake assessment forms and a powerful form builder to design your own. Time-saving data validation and conditionality features ensure that clients only fill out the necessary information, saving time for case managers later during the assessment.

PlanStreet’s client portal facilitates timely communication and coordination between caseworkers and clients. The two parties can:

Collaborate through messaging features
Reduce paperwork by submitting forms online
Schedule appointments easily
Download and share in-process documents for efficient collaboration

Spend fewer hours on frustrating administrative tasks and more time analyzing data to address client needs. See firsthand how Planstreet supports client intake with our robust automation tools and schedule a live demo with our team today.